Lead Project/Program Manager

About this role

Lead Project/Program Manager

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Overall Purpose: Responsible for leading and supporting back office transformation initiatives that address capacity constraints, process gaps, and non‑automatable operational work across Customer Care and supporting organizations. This role ensures work is correctly aligned to the appropriate owners, executed using disciplined transformation methods, and transitioned to sustainable long‑term solutions through process redesign, automation, or skill uplift.

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:

Back Office Transformation & Work Intake

• Lead and support transformation efforts for back office teams experiencing process gaps, functional misalignment, or urgent workload not suitable for automation or customer‑facing teams.
• Evaluate incoming work requests to determine appropriate ownership based on **capacity, skill alignment, and long‑term sustainability**, rather than historical precedent.
• Support the transition of temporary or overflow work back to the correct owners or into redesigned processes.

Operational & Capacity‑Based Project Execution

• Manage transformation initiatives end‑to‑end, from problem identification through stabilization, ensuring alignment with defined scope, timelines, and capacity models.
• Develop and maintain transformation plans that account for **volume volatility, order breakage, and urgent operational exceptions** that cannot be automated within required timelines.
• Partner with stakeholders to size work appropriately and prevent scope creep or misrepresented effort estimates.

Cross‑Functional & Executive Collaboration

• Serve as a liaison between back office teams, Care Ops+, Channel Support, OMC, Product, and ...